Customer Journey

Our Capabilities

Customer Journey

Customer journey mapping is a powerful method to discover and visualize the experience that customers enjoy with a brand, and to see how they engage with the products and/or services. They are used to understand how customers are targeted and through which touch points, how they respond and make decisions, what influences them, and where they are facing difficulties when buying products, ordering services or interacting with the brand, stores and staff in general.

Based on established personas, customer journey mapping is used to breakdown customer experiences at different stages,

(1) from discovering a brand,

(2) to being first time users,

3) to becoming repeat customers.

The goal is to create a realistic customer experience narrative that provides a shared vision of possible improvements that could be implemented in a structured plan.

WitWyse customer journey consulting approach starts by identifying various touchpoints through which customers engage with the brand, products and services and what the customer does at every interaction. When mapping these customer engagements, a mix of quantitative data and qualitative user insights are used to uncover hidden moments of truth to connect customer realities with internal assumptions and perceptions.

WitWyse is one of the leading customer journey analytics consulting firms in UAE, Saudi Arabia and the Middle East & Africa region. Our customer journey mapping consultants and journey analytics consultants have extensive experience in devising bespoke touch point strategies, optimize and develop content strategy and messaging, as well as tweak existing journeys and experiences.

What We Do

Actions and interaction descriptions

Current satisfaction within different stages

Durations of different stages

Attitudes and thoughts

Delightful emotional experiences

Customer needs & pain points

Opportunities and recommendations

Experience descriptors

How We Help Our Clients

Understanding customer emotions

We help develop a map that details how customers move from one touchpoint to another and outline their emotions, needs and requirements across every step along the journey to adjust practices that cause frustration or confusion.

Reducing costs of service and marketing

We help adopt a customer-centric approach to marketing to eliminate a lot of the guesswork related to what customers want and determine what products they bought or will purchase next to reduce service and marketing costs.

Increasing customer acquisitions

We help leverage media presence to cultivate customer trust to ensure consumers have a great experience from the first point of contact and build a long-term relationship with customers to get solid word of mouth.

Improving customer engagement

We help companies take an omnichannel approach to customer engagement by defining where, when and how customers are mostly interacting with the offered experience, and be responsive and proactive.

Increasing customer conversion & retention

We help organizations develop journeys that differentiate them from competition and focus on converting customers and retaining them to invest more through cross-selling and upselling, and increase their lifetime value.

Achieving greater customer & employee satisfaction

We help connect brands with customers on an emotional level and provide optimum

experiences in a proactive manner to deliver the very best in customer service and help employees perform their roles with greater efficiency.

Reducing customer churn rate

We help define how to allocate available resources toward keeping customers happy to experience longer engagement and develop tactics and programs to stay at the top of the customers mind.